ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Regularly update training materials based on customer feedback.

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience 119

Customer Experience Customer centricity Metrics Journey mapping 119

CSM Practice

JUNE 19, 2019

At CSM Practice, we have empowered a number of high growth organizations at this strategic stage by improving their scalability while increasing their lower customer segment satisfaction using a customer-centric approach. Customer Success Training Plan. CSM practice has a long record of conducting customer research.

Education 67

Education SaaS Feedback Accountability 67

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability. We have the technology to do this.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

InGenius

DECEMBER 19, 2019

Customers and anyone else interested in deepening their practice are invited to sign up for our KCS training courses , including the newly added "Intelligent Swarming Workshop". Upland PSA: The future of professional services is customer-centric. Investing in our customers. Launching Upland PSA mobile app 2.0.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Education Services Group

JULY 5, 2022

Customer centricity needs to be a cross-departmental philosophy. Despite the many differences in circumstances of my fellow conference-goers, there is one theme that consistently rings true: focus on the customer. So, why is true Customer Success so difficult to achieve in practice? This isn’t just a job for CS.

SaaS 52

SaaS Customer centricity Best practices Upselling 52

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ClearAction

JANUARY 16, 2016

Listening Overload: Over time, voice-of-the-customer (VoC) managers find themselves measuring more listening posts (surveys for various types of interactions the customer has with the company) and wondering how to get more people in the company engaged in caring about and acting on the customer feedback insights.

Journey mapping 54

Journey mapping Customer centricity Surveys Feedback 54

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability. We have the technology to do this.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ChurnZero

JANUARY 4, 2024

. “They’ll either need to be deep technical experts, and manage end-to end-implementations and customer success, or they will need to be revenue-focused and carry expansion quotas or expectations. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? What more could you wish for than 288% higher lifetime value of your key accounts? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. Lynn Hunsaker.

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

CSM Practice

JUNE 19, 2019

At CSM Practice, we have empowered a number of high growth organizations at this strategic stage by improving their scalability while increasing their lower customer segment satisfaction using a customer-centric approach. Customer Success Training Plan. CSM practice has a long record of conducting customer research.

Education 40

Education SaaS Feedback Accountability 40

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CX Journey

APRIL 25, 2018

They can be used during onboarding, training, and other ongoing education opportunities to unite the organization around the customer, to teach employees about the current and the future experience, and to further ingrain the customer-focused culture of the business. Who is responsible and accountable? Align the organization.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

SmartKarrot

MARCH 30, 2022

Lead the strategic customer success team and provide guidance, mentorship and build culture. Manage customer relationships and become the trusted advisor for the customer. Expand Domo footprint in current customer accounts by driving product adoption and up-sell opportunities of licenses and services.

Upselling 19

Upselling Customer centricity SaaS Accountability 19

SmartKarrot

OCTOBER 13, 2023

In today’s hyper-competitive business environment, customer acquisition is only half the battle. Retaining those customers for the long haul is equally, if not more, essential. Considering this, here are five crucial strategies every customer retention playbook should include: 1.

Customer retention 10

Customer retention Customer centricity Education Feedback 10

SmartKarrot

SEPTEMBER 21, 2023

Playbooks provide the means to operationalize these strategies, tactics, and processes tailored to specific situations in the post-sale customer journey. It provides your team with the ‘how-to’ on promoting relevant products or services in an account. Understand your customer’s usage patterns, preferences, and needs.

Scripts 10

Scripts CRM Accountability Feedback 10

JustCall

AUGUST 7, 2023

Plus, virtual HR assistants come equipped with natural language processing capabilities to offer guidance on HR policies and procedures and analyze employee feedback. Think in terms of cost-effectiveness, scalability, customer-centricity, and so on. Speak to 3-4 vendors and try a free trial for the AI tools.

Chatbots 52

Chatbots Enterprise Finance Government 52

Lumoa

APRIL 24, 2018

I would NEVER rely on NPS as the only measurement of customer perception." Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. Peter Lavers Customer Experience and CRM Expert.

Consulting 135

Consulting Consulting Metrics Feedback 135

SmartKarrot

SEPTEMBER 10, 2020

Most of the time they are responsible for drawing attention of the C-suite executives towards customer-centric values. Supervising all customer-facing teams. All the different teams who have customer-facing roles come under the supervision of a Chief Customer Officer. Roles and responsibilities of a CCO.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

SmartKarrot

MAY 28, 2021

Ensuring customer success will mean that the entire company should be tuned to be customer centric. This type of a mindset shift will cause customer retention and long-term relationships. The need for customer success in service companies-. First learn how customer is currently solving the problem.

SaaS 10

SaaS Education Customer retention Upselling 10

SmartKarrot

JANUARY 28, 2022

Gives you a chance to be in the good books of your customers by showing empathy towards them. This will help get better feedback , understand the process differently, and result in a good product with a smoother workflow. Empathy is a skill to understand customers’ problems and how specific milestones affect their performance.

Management 10

Management Brand ambassadors SaaS Engineering 10

SmartKarrot

JANUARY 11, 2021

Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Drive activation and retention of customers at all times.

Upselling 10

Upselling Benchmark Customer centricity Education 10

SmartKarrot

JULY 26, 2021

Role: Client Success Director – Strategic Customers, West Location: Center, PA, US Organization: Dun & Bradstreet As a Client Success Director, you will be the single point of contact and subject matter expert for client requests/issue escalations as needed. Grow usage of BrightEdge within each account.

Upselling 10

Upselling Accountability Customer centricity Best practices 10